Director, Global IT Service Desk

October 22

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $155k - $240k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

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CrowdStrike

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Cybersecurity • SaaS • Artificial Intelligence

CrowdStrike is a cybersecurity company that provides cloud-based security services to stop breaches. It is recognized as a leader in endpoint protection, identity and cloud security, and managed detection and response. CrowdStrike's platform, Falcon, integrates artificial intelligence to offer real-time visibility, detection, and protection against sophisticated cyber threats. The company is lauded for its effectiveness in securing networks and data, making it a trusted partner for businesses worldwide.

5001 - 10000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Manage, build, and develop a globally deployed customer-focused team • Scale service operations to support rapid business growth while maintaining cost-effective service delivery at enterprise scale • Develop, own, and operate supporting services for problem management • Drive excellence in customer service and technology service management • Lead a metrics-driven service desk operation that prioritizes exceptional customer satisfaction • Collaborate with IT service and internal business partners to identify and evolve service needs • Champion the adoption of AI-powered solutions, chatbots, and intelligent automation • Establish the organization strategy and work to recruit, develop and build top technical talent • Design and implement a matrix organizational structure • Build and deploy cross-functional collaboration frameworks • Oversee specialized IT support services including Executive Briefing Center (EBC) technical support

🎯 Requirements

• BS degree in Computer Science, Information Technology or relevant field • Master's preferred • Minimum 15-years' experience in a technical service-related field • Minimum of 7+ years proven work experience as a people manager, preferably with international experience • Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction • Proven experience implementing AI or intelligent automation solutions in IT service management • Data-driven decision maker with proven ability to translate metrics into actionable business outcomes • Enterprise transformation and change management experience, preferably in high-growth environments • Experience with Experience Level Agreements (XLAs) and outcome-based service delivery models • Solid technical background with an ability to give instructions to a non-technical audience • Customer-service oriented with a relentless problem-solving mindset • Excellent written and verbal communications skills

🏖️ Benefits

• Remote-friendly and flexible work culture • Market leader in compensation and equity awards • Comprehensive physical and mental wellness programs • Competitive vacation and holidays for recharge • Paid parental and adoption leaves • Professional development opportunities for all employees regardless of level or role • Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections • Vibrant office culture with world class amenities • Great Place to Work Certified™ across the globe